Kimberly

Demonstrated experience with ITIL (Incident, Problem, Change Management).

Demonstrated experience with service management lifecycle.

Demonstrated experience with access control governance.

Demonstrated experience with audit-aware operational practices.

Demonstrated experience with regulated environment support standards.

Manage high-volume customer interactions across phone and chat channels; convert inquiries into actionable solutions and document outcomes systematically.. Demonstrate problem-solving and troubleshooting mindset in fast-paced customer-facing environment; diagnose customer needs, identify root issues, and recommend solutions.. Build customer relationships through reliable, clear communication; handle objections and complex scenarios; achieve customer satisfaction targets through service excellence.. Work independently in fully remote environment; manage own time, priorities, and performance metrics without direct supervision.. Contribute to team knowledge by documenting customer interactions, identifying process improvements, and flagging recurring issues for escalation.

Delivered Tier II technical support via email, chat, and ticketing system, resolving high-volume SaaS access, workflow, and integration issues that directly impacted employee productivity and service availability.. Diagnosed identity and access failures by analyzing MFA errors, access provisioning misconfigurations, and authentication behavior across enterprise cloud systems. Provided solutions that enabled employees to regain system access and continue work.. Debugged API responses and workflow automation failures by examining JSON payloads, conditional logic, and integration points; documented technical findings for engineering teams to resolve underlying system issues.. Analyzed system and application logs to investigate incident root causes, validate system behavior, and provide detailed technical documentation in audit-compliant environment.. Selected by senior leadership for Chat Support Modernization initiative; led effort to consolidate fragmented, inconsistent troubleshooting procedures into unified, step-by-step support playbook. Result: Standardized approach enabled consistent issue resolution across entire chat support team.. Authored comprehensive knowledge base articles and updated SOPs; directly reduced repeat incidents by equipping agents with detailed troubleshooting guidance they could reference without escalation.. Validated Active Directory and Entra ID configurations; resolved MFA-related access issues; maintained audit-trail documentation of all identity and access incidents.

Triaged and resolved enterprise desktop and SaaS support tickets within SLA targets by diagnosing system behavior, endpoint issues, and application failures; matched user-reported problems to root causes.. Reproduced user-reported defects in controlled environment; collected diagnostic logs and system data; documented technical findings for engineering teams.. Debugged automation and workflow failures by analyzing API behavior, data flow, and integration logic; escalated issues with clear technical documentation.. Authored knowledge base articles and troubleshooting guides that enabled users to self-resolve common issues, reducing support volume and improving first-time resolution rates.. Performed user acceptance testing (UAT) and regression testing using structured test cases; validated fixes before release to ensure quality and stability.

Interfaced between corporate headquarters and field operations on operational issues; liaised with leadership on technical and business concerns requiring escalation.. Resolved complex desktop and SaaS support issues by analyzing endpoint behavior, application failures, and user access states. Diagnosed root causes; provided solutions that restored user productivity.. Managed high-volume support ticket queue by prioritizing incidents per SLA, maintaining accurate documentation, and escalating issues appropriately.. Performed root-cause analysis on recurring issues; identified failure patterns and contributed documented fixes to knowledge base, reducing repeat incidents.. Conducted user acceptance testing (UAT) and validated fixes prior to production release; confirmed resolution outcomes and documented verification results.. Communicated technical issues to non-technical stakeholders; translated between field operations and corporate teams to align solutions.

Supported loan origination and management systems by resolving access errors, data inconsistencies, automation failures, and workflow issues via email and chat.. Analyzed loan processing workflows to identify integration failures, data mapping errors, and automation breakdowns. Escalated technical findings to engineering with detailed documentation.. Maintained audit-compliant records and documentation in regulated financial services environment; ensured all system issues and resolutions were documented by compliance requirements.. Improved system reliability by investigating recurring issues, identifying patterns in failures, and documenting solutions in knowledge base that reduced repeat problems.. Demonstrated remote-work excellence; managed own priorities, met deadlines, and maintained support quality in fully distributed team environment.. Collaborated with cross-functional teams (operations, underwriting, compliance) to resolve issues requiring business context and regulatory understanding.

Managed day-to-day multi-site hospitality operations across multiple departments; built strong operational systems and customer relationships in high-pressure service environment.. Diagnosed and resolved equipment failures during service hours; prioritized fixes, collaborated with specialists on complex issues, and documented resolutions to minimize downtime and maintain service continuity.. Demonstrated hands-on problem-solving and troubleshooting mindset; translated customer needs into actionable solutions under time constraints.. Trained and mentored staff in operational procedures, systems, and best practices; documented processes to ensure consistency and reduce onboarding time.. Built and maintained strong customer relationships through reliable service delivery, clear communication, and proactive issue resolution.. Gained direct understanding of hospitality operations, food service workflows, and customer-facing technical challenges; foundational knowledge for food tech and restaurant technology roles.